Customer Perception and Satisfaction Toward Life Insurance Plans: A Study of Financial Returns, Transparency, and Service Quality

Author(s)	Harshal Londhe, Kiran Rodrigues
Country	India
Abstract	This study examines customer perception and satisfaction toward life insurance plans in India amid rapid sectoral transformation driven by financial awareness, digitalization, and regulatory reforms. Using a mixed-methods approach, the research analyzes how financial returns, transparency, and service quality influence customer attitudes toward term, endowment, and investment-linked policies. The findings reveal that financial returns and clarity of charges and benefits are key drivers of trust and purchase decisions, while satisfaction with claims settlement and communication remains moderate. The study also identifies gaps in financial literacy, particularly among younger customers inclined toward ULIPs, along with a strong preference for digital service channels. The research concludes that strengthening transparency, enhancing digital service delivery, and improving customer education are essential to build long-term trust and satisfaction in India’s life insurance sector.
Field	Sociology > Banking / Finance
Published In	Volume 6, Issue 6, November-December 2025
Published On	2025-12-23

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